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Tag - Customer Retention Strategies


Customer Hot Buttons – Why You Need to Know Them!

“Well,” you say, “I can see how there could be a lot of value for my business in conducting surveys for customer satisfaction, and I understand the reasons for focusing on the top 20% of my clients, but what sort of questions should I ask?  I don’t want to waste my time asking the wrong …


Customer Retention Statistics – Customers Rather Just Go Away!

One of the major problems with being on top of customer satisfaction is that most unhappy customers just won’t talk to you.  They’d rather just go away, and not come back.  In fact, according to Ruby Newell-Legner in “Understanding Customers,” only 4% of dissatisfied customers will tell a business anything.  96% will just walk out …


Under the Surface Part 1

Take a walk out in the countryside (it’s healthy, and you need a little time to relax!), and look at a meadow full of wildflowers. Very nice, isn’t it? But you know that most of the action in a meadow – most of the real work that keeps those flowers blooming and looking so good …


Do You Really Have it Covered?

“We already use customer surveys, and to be honest, they don’t seem to do much for us.” Does that sound familiar? Have you heard yourself give just that kind of answer when someone suggests looking into a new customer survey system? Did you find yourself thinking, been there, done that, and didn’t get much out …


There’s Somebody Missing – Your Customer!!

We don’t want to alarm you, but if your company is like most businesses, there’s somebody missing whenever you and other managers get together to make plans, or to discuss day-to-day operations. And that somebody is very, very important indeed, because that somebody is your customer. Now we’re not saying that you don’t have customers …


Voice of the Customer – Part 2 of 2

In part two of this mini-series on the Voice of the Customer, we look further into the importance of ‘how to retain a customer’ and ‘customer retention strategies’. It is essential to the growth of the company to understand customer comments and opinions and how they will have a direct bearing on the company. It …